Customer Success – Regional Manager

Engageware

. Execute the regional Customer Success strategy in alignment with global company and CS priorities.

Posted 11/4/2026contractRemote • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in executing Customer Success strategies, managing enterprise relationships, and driving measurable outcomes such as NRR and churn reduction. Proficient in building scalable processes and leading cross-functional collaboration to enhance customer value and satisfaction.

Highest-signal resume keywords

Customer Success ManagementSaaS Metrics UnderstandingCross-Functional CollaborationExecutive Communication SkillsTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementSaaSNRRGRRChurnARRRenewalsExpansionData-Driven Decision Making

Soft Skills

NegotiationStakeholder ManagementPresentation Skills

Tools & Technologies

SalesforceGainsightCRM PlatformsCustomer Success Platforms

Industry Keywords

Customer Success StrategyMarket DynamicsRisk ManagementCustomer SegmentationExecutive Relationships

About the role

Key responsibilities & impact

Execute the regional Customer Success strategy in alignment with global company and CS priorities.
Translate global CS initiatives, processes, and standards into effective regional execution.
Identify regional trends, customer needs, market dynamics, and opportunities.
Partner with Sales, Professional Services, Support, Product, Marketing, and Finance to ensure a coordinated customer strategy.
Own regional Customer Success performance, focusing on NRR, GRR, renewals, churn prevention, and expansion opportunities.
Establish visibility into the regional renewal pipeline and ARR at risk.
Lead regional risk-management and escalation processes for strategic and high-risk accounts.
Ensure CSMs have clear account plans, success plans, and action plans.
Partner with Sales and Account Management on expansion, cross-sell, and upsell opportunities.
Build and maintain executive-level relationships with key regional customers.
Support strategic customer conversations, executive business reviews, QBRs, escalations, and renewal discussions.
Act as an escalation point for critical customer situations and coordinate cross-functional resolution.
Communicate customer feedback and market insights to Product, Sales, Support, Engineering, and leadership.
Lead, coach, and develop regional Customer Success team members.
Ensure customer segmentation, coverage models, and account ownership across the region.
Partner with Talent/HR on hiring, onboarding, performance management, and organizational design.
Drive scalable CS processes, tools, and methodologies across the region.
Ensure CRM and CS platforms provide accurate visibility into customer health, renewals, risks, activities, and outcomes.
Improve CSM productivity through automation, AI, Digital CS, and standardized processes.
Improve visibility and predictability of renewals, churn risk, and ARR at risk.
Strengthen executive relationships, customer value realization, adoption, regional NRR, and expansion.

Requirements

What you’ll need

5+ years of experience in Customer Success, Account Management, SaaS, or a related customer-facing function.
3+ years of experience managing Customer Success teams or leaders.
Proven experience managing enterprise and strategic customer relationships.
Understanding of SaaS metrics, including NRR, GRR, churn, ARR, renewals, and expansion.
Experience working cross-functionally with Sales, Professional Services, Support, Product, and Marketing.
Ability to connect customer outcomes to commercial results.
Experience building scalable Customer Success processes and operating models.
Strong executive communication, presentation, negotiation, and stakeholder-management skills.
Data-driven approach to decision-making and problem solving.
Experience with CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools.
Fluency in English and Spanish; Portuguese is a plus for broader Latin American coverage.